概述：Overview:确保前厅部和客房部的高质量运作，确保酒店产品符合标准并根据酒店的目标向客人提供优质的服务。执行员工遴选、培训、咨询以及评估等人事功能。坚持标准并尽可能提高顾客满意度。Manage the operations of the Front Office & the Rooms Department by ensuring product quality standards are met and that optimum service is provided to all retreat guests according to the retreat’s operational standard. Ensure staff selection, training, counseling, and recognition programs are adhered to in order to maximize performance standards and to adhere to guest service standards in order to maximize guest satisfaction.主要工作职责:Core Responsibilities:· 实现部门的财务目标，监督并控制部门的人力成本及其它分部的费用包括制服、布草、客用品、清洁剂及服务合同。建立并保持准确的库存记录，定期参与布草、制服、客用品的盘点，针对盘点结果提出相关建议，确保所有设施设备正确维护。准备年度人力及运营支出费用，提出列入年度预算计划的项目。Assures the financial goals of the department are being met. Monitors and controls labor expense and other divisional expenses such as Uniforms, Linen, Guest Supplies, Cleaning Supplies and Contract Services. Establishes and maintains accurate inventory records. Participates in periodic Linen, Uniform and Supplies Inventories. Recommends appropriate actions passed on results of inventory. Assures that equipment is properly maintained. Prepares annual budget for labor and operating expense. Proposes items to be included in annual Capital Plan.· 解决客人的投诉，以高度的热情和专业的态度与客人沟通，尽可能满足客人的需求，及时并准确地回复客人。Resolves customer complaints, handling all guest interactions with the highest level of hospitality and professionalism, accommodating special requests whenever possible. Responds to all guest requests in an accurate and timely manner.· 建立详细的清洁及维护保养计划，以确保所有家具、设施设备状态和使用寿命。设定并保持卫生清洁标准，安排员工完成相应地计划卫生，监督员工的完成情况，以确保卫生达到标准并满足客人的需求。Establishes detailed cleaning and preventive maintenance programs to ensure appearance and life of all furniture, fixtures and equipment. Sets and maintains high standards of cleanliness. Assigns staff to complete the needed activities for the day. Monitors staff’s activities to assure that standards are being met, staff is being supported and guest needs are being met. Inspects all areas of responsibility daily.· 根据需要定期检查和更新部门的标准操作流程、岗位职责、客用品以设施设备以及员工工作量的标准。Ability to assist in periodically reviewing, re-evaluating and revising departmental procedures and job descriptions, supplies, equipment and labor standards, as needed.· 监督员工的行为准则，着装，卫生，制服，员工的外表和姿势。Maintain appropriate standards of conduct, dress, hygiene, uniforms, appearance and posture of departmental employees.· 管理部门的员工，包括面试、培训和员工的职业发展。根据需要对员工进行评估和约束，确保部门所有问题能及时的沟通解决以及跟进客人的特殊需求。Manages the staff of the Housekeeping Department. Interviews, trains and schedules the staff. Conducts Performance Evaluations and disciplines staff when needed. Ensures communications and follow-up on any problems, guest requests or special requirements.· 为员工准备有效的工作日程安排，安排假期和休假，特别是早退或晚到。Prepares efficient work schedule for the staff, arranging holidays and vacation, taking into consideration project occupancy and forecasts and any large group movements, especially those with early or late arrivals or departures· 定期组织并参与员工会议。根据部门需求更新培训材料，鼓励员工参加在线培训。Organize and participate in meetings with all staff on a regular basis. Update all training material as needed as well as encourage staff attends the On-Line Training Program.· 负责各部门的配合处理紧急情况，如消防、电力、火灾等。In conjunction with the Emergency Response Team prepare emergency procedures upon advice from relevant authority that cover such emergencies as Fire, Power Outrage, etc· 完成管理层交待的其它任务和项目。Ability to perform other tasks or projects as assigned by hotel management.工作技能技巧要求:Core Competencies & Technical Knowledge/skills:· 大专或其他与之相当的文凭College education or equivalent.· 至少3年的相关职位管理服务经验At least more than 3 years in managerial position · 解决问题、推理、激励、组织和培训的能力Problem solving, reasoning, motivating, organizational and training abilities· 在管理团队在有很强的领导能力Strong Leadership skills in managing teams· 处理复杂人际关系的能力Ability to manage complex relationships· 在日常工作中乐于接受新观点和做出必要的改变Be open to new ideas and make changes in the job and routine as required· 能够运用中文和英文进行良好的沟通。Good communication skills both in both English and Mandarin.